A recent study asked about 100,000 Americans about their most recent interaction with a business. Using the data and responses gathered, we can apply the same principles to a law firm. So what are the ways a law firm can improve clients experience?

Long story short, a simplified process is what clients appreciate the most after dealing with a law firm.

This is unsurprising. When an individual is paying for a service they appreciate if the process is seamless on their end.

Getting more specific, there are 5 main gripes law firm clients have with traditional law firms.

1. Repeating Information

Coming in at number one is making clients repeat information or details that they have already discussed with your firm in the past. Sometimes clients can be transferred around an office for an hour repeating the same thing to different departments multiple times on the same call.

In certain legal matters, the topic is sensitive. And in those situations the client will really grow upset if they have to continue to re-tell their story.

Having a CRM for your law firm is an easy solution to combat this.

With Matterly, attorneys can store contact and case details that can be pulled up instantly no matter who answers the phone at the office.

2. Communication

Statistics show that on average, 42% of law firms take about 3-4 days to get back to clients.

As one would expect, these law firms are not the highest performing ones.

The highest performing law firms have a CRM set-up to automatically respond with custom built e-mails at the very least. Be sure your law firm has a CRM to respond to leads and clients so you never turn away a paying client again.

3. Difficulty/Confusion With Payment

Clients not only get annoyed by paper bills asking for written checks. They also get annoyed when it is not easy to see how the law firm arrived at their total on the invoice.

Using a CRM again is the solution here.

Matterly especially can not only send invoices to clients via e-mail, allowing them to simply pay online.

With our extensive and detailed time tracking and invoice creation, your client will easily be able to see how your law firm billed hours and what they were charged for.

4. Scheduling Appointments

If the average law firm is take 3-4 days to respond to an e-mail, it’s not shocking to hear they have difficulty scheduling in-person meetings with their attorneys.

The most simple solution to this would be to sync your legal calendar to your CRM.

This solves two problems.

First, your clients will easily be able to schedule online without ever having to speak with anyone over the phone.

Second, your law firm will see a significant drop-off in no shows and double bookings.

5. Consistent Types Of Communication

As any attorney knows, there are clients that prefer certain forms of communication over other forms.

For example some clients may prefer email or text as opposed to phone calls. Or vice-versa. Sometimes clients can get upset when their preferences are forgotten.

With Matterly, any attorney can easily see how past communication has taken place and they can mirror it to keep consistency with the client.